Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:27/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I parked for a company Christmas event at this lot on December 12, 2024. I was issued a ticket for parking over 2 hours as per the following stated on the ticket: Regrettably, Indigo Park Canada Inc. hereby notifies you that you have parked on private property without properly registering or paying for the vehicle's licence plate, or paying for the stall number the vehicle is parked on, or displaying a valid pass, permit or purchased ticket(s), or have otherwise improperly parked, as detailed above in this Notice.There are no machines available at this location to pay for extra time. I have confirmed this with Indigo. When I did depart the lot around 3 hours later, there were plenty of open spots. They reduced my ticket from $65 to $25 which I paid but quite honestly I don't think this is a moral business practice. If you want to enforce time restrictions the customer should have the option to pay for extra time. I had no option and was slapped with an exorbitant ticket amount.This is a very odd business model for a parking lot and doesn't bode well for the businesses upstairs.

  Business Response

  Date: 05/03/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention regarding parking notice DD592805 issued at Lot 207, located at ******************
  
  After a thorough review, we have confirmed that your vehicle was initially observed in the lot at 12:08 PM and remained parked until the notice was issued at 2:13 PM on the same day. The parking area enforces a 2-hour time limit to prevent misuse, and as your vehicle was parked for over 2 hours, the notice was issued accordingly.
  
  We understand that December is a busy time for many, and longer dining experiences with friends and family can sometimes lead to exceeding the time limit. As a courtesy, we have decided to cancel the parking notice and process a refund for the payment made to settle the notice.
  
  Please note, however, that this location does not offer extended parking options. We kindly advise planning ahead for future visits to ensure a smooth experience.
  
  We trust that this resolution addresses your concerns.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
  
  *************************
  Vancouver, BC, V6E 4A6
  Tel: *****************
  *************************************  
     
  
  

  Customer Answer

  Date: 11/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you for your help in this matter, it is greatly appreciated.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:16/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Indigo Parking Dec. 7 Originally a $65 ticket reduced to a $25 ticket (paid on Dec. 15) after attempting to resolve and receive an answer on the following.The sign reads, "Parking is provided for the convenience of Brentwood guests," (photo attached) which, based on the wording of "provided" and "convenience," suggests that parking is complimentary for guests of the mall. According to the dictionary, provided means "made available" or "supplied," and convenience refers to something that is intended to make a situation easier or more convenient. Given this, the language implies that the parking is designed for mall guests, and customers like myself, who frequently visit the area, understand that parking is typically free.I explained the above and they offered to reduce but not remove the ticket. I offered to pay the intended parking fee (as I would have had the sign not been confusing) and they just threatened to send me to collections... There are tons of reviews online about this company taking advantage by doing this and confusing guests.

  Business Response

  Date: 19/12/2024

  Dear Mr. ******************* you for reaching out regarding your parking notice through BBB.
  
  I would like to take this opportunity to clarify the parking guidelines at our facility. As indicated by the clearly displayed signage throughout the property, Pay Parking is in effect, with additional instructions such as Remember your license plate to pay for **********************. I understand that you are referring to the wording in the top right corner of the sign; however, this simply indicates that the parking is for the convenience of Brentwood Guests.
  
  While I understand there was confusion on your part regarding payment, I would like to extend a courtesy during this holiday season and confirm that your parking notice has been cancelled.
  
  It is important to note that our parking lot operates on private property, and registration is a mandatory requirement for all vehicles. Failure to register your vehicle renders it unauthorized, as outlined in our rules and guidelines. We encourage all patrons to familiarize themselves with these regulations to avoid receiving further notices.
  
  We hope this resolves the matter,and we appreciate your attention to this important issue.
  
  Thank you and best regards,
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 19/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, since I have already paid Indigo parking the $25 ticket fee, I would like this refunded to me, as their representative stated.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Indigo Parking to dispute a double charge on my **** card for parking at the ***************** (Lot CVA195) on November 29, 2024. I noticed two charges of $4.44 each in my transaction history, even though only one transaction (********) appeared in the Indigo app. I used my **** card via ***** Pay for payment and provided evidence, including a screenshot of the duplicate charges.On November 30, 2024, I submitted a refund request through Indigos website, explaining the situation and including the necessary details about my vehicle and payment method. I also attached a screenshot to show the duplicate charges. On December 3, 2024, I received a response from **** *., an Indigo representative, who asked for the first six and last four digits of my payment card to verify the transaction.I replied on December 4, 2024, with the requested card details: the first six digits (******) and the last four digits (8920) from my Apple Pay Shakepay **** card. I also clarified that Apple Pay generates a different card number, which may explain why the full number isnt available. To assist with their review, I included another screenshot showing the transaction times.On December 5, 2024, **** replied, requesting the first six and last four digits of my Apple Pay card number for further verification. That same day, I responded, explaining that Apple Pay does not provide full card numbers. I reiterated the last four digits (8920) and attached another screenshot. I also asked Indigo to proceed with the information I had provided or share their refund policy so that I could escalate the issue with my bank if ************ has now been a week since my last email, and I have yet to receive a response from Indigo. Despite my efforts to provide all available details and evidence, the issue to get a refund on the second transaction remains unresolved and will have to be disputed with my card provider if there's no resolution via BBB.

  Business Response

  Date: 13/12/2024

  Dear Mr. ***************** hope this message finds you well.
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in our response as we needed to confirm the details regarding the two payments in question.
  
  After reviewing our records, we can confirm that we have received two payments from your card ending in ***8920 via Apple Pay. As a result, we are ready to proceed with issuing a refund for the second payment of $4.44. However, in order to complete this refund, we kindly request that you log into your account and re-add your credit card to your profile. Once this step is completed, please respond directly to our Guest Services team (****), and we will process the refund to your card immediately.
  
  We apologize for any inconvenience this delay may have caused and greatly appreciate your patience as we work to resolve this matter. Should you have any further questions or need assistance with updating your account, please dont hesitate to reach out to us.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:26/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding a parking violation I received on Nov 19, 2024, at ************** in *******, **, and the refusal of the parking management company (Indigo) to resolve the issue despite my repeated attempts.I parked at 3:54 PM in the parkade. At the pay station, which was occupied, I noticed a sign stating I could validate parking at ********, where I was attending a 4:00 PM show. Trusting this, I chose to validate at Cineplex instead of paying immediately.Reaching Cineplex was time-consuming. I waited for the elevator to enter the mall, which is unfamiliar to me, and consulted a map to locate the theatre, which was across the mall and up another level. I eventually reached Cineplex and validated my parking as instructed.When I returned to my vehicle, I found a ticket issued at 3:58 PMjust 4 minutes after parking. It was impossible to validate parking within that timeframe. Had I known following the signs instructions would result in this penalty, I would have simply paid at the station.Ive emailed the company three times, explaining the situation and requesting cancellation, but theyve refused to cancel the violation.The Cineplex validation option inherently requires time to navigate the mall, especially for unfamiliar patrons. Issuing a ticket within 4 minutes is unreasonable and undermines trust in posted instructions.I request the BBBs assistance to resolve this matter and hold the company accountable for poor practices and refusal to act in good faith.Thank you for your attention to this matter.

  Business Response

  Date: 03/12/2024

  Dear Ms. ******************** Payment Notice #DD585860
  
  Thank you for your email.
  
  We have reviewed your case and confirm that the Payment Notice was issued in error and has been subsequently cancelled. Additionally, our Guest Services Team Lead communicated the cancellation to you on November 27th, 2024. We sincerely apologize for any inconvenience this may have caused and appreciate your patience while we investigate this matter.
  
  Should you have any further questions or concerns, please do not hesitate to reach out.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  
  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ********* to buy some drinks at *************. I parked at underground parking of the mall where I always parked for the last 24 years. When I comeback from sipping my drink, I found a parking ticket on my car dashboard Notice DD579751. I was confused as there was no signage that I need to register my License plate with **********************. I would If I only see a clear signage that I have to do so. Worst, the reason why I went to go get a cup of drink was because I am distraught learning the passing of a friend. I think I am caught unaware that the place I patronize their businesses like ********* and Save-on foods have a private parking company that manages the parking lot. I felt that after using my hard earned money on these businesses, I get a parking ticket. I hope for your help to cancel this parking notice which was unjustly issued because of no signage in my parking stall.Thank you.

  Business Response

  Date: 08/11/2024

  Dear ***,
  
  Thank you for bringing this matter to our attention. We have reviewed the complaint submitted regarding the parking notice issued for a vehicle parked at the *************************************** lot on November 6th, 2024.
  
  We would like to clarify that the parking lot in question has been under the management of Indigo since March 2024. As part of our management protocols, Indigo has implemented a policy whereby all vehicles must be registered upon arrival to qualify for the 90-minute free parking period.This policy is clearly communicated to all guests through several visible signs throughout the parking lot, including a prominent sign at the entrance to ****************. We have attached a picture of this sign for your reference,which clearly outlines the registration requirements.
  
  We understand that personal circumstances may have contributed to the misunderstanding of this policy. With consideration of the situation, we have decided to cancel the notice issued to you on this occasion as a one-time courtesy. However, we kindly ask that you pay attention to the posted signs moving forward. Please note that any future validly issued notices by Indigo will not be eligible for cancellation.
  
  We hope this resolve the matter.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 15/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was parked at ********************** in *************** on October 8, 2024.I arrived at the mall parking for a scheduled appointment with my physio therapist. I arrived at the parking lot at 9:33 AM. I left at 10:20 am and went home.I returned to the mall at approximately 2:45 pm for another appointment.I left approximately 4:30 pm When I got to my vehicle there was a parking ticket, claiming I had parked over 4 hours and Indigo issued at $65 parking ticket.I had parked in the exact same area as I had parked for my 9:40 appointment. There are no handicap parking in this area, so I try to park as close to the doors to the elevator as possible.I have photos from my apartment cameras to show that I had returned home at 10:22 am.I then was at home until I left for my second appointment. I had a phone meeting at home at 1 pm and this can also be verified from Worksafe BC.The ticket that was issued from Indigo is Notice : DD557325.I have filed a dispute by email to ******************************************************************************************************* And I attached the photos , which are date and time stamped, from my security cameras at my home apartment.I am seeking that this ticket be voided!And request that Indigo pay closer attention with more diligence.

  Business Response

  Date: 10/10/2024

  Dear ******,
  
  Thank you for reaching out to us regarding your recent experience, as referenced in BBB Complaint ID ********. We appreciate the opportunity to address your concerns.
  
  The parking lot where your vehicle was parked has a maximum parking limitation of four hours. Our records indicate that your vehicle was first observed at 10:35 AM and again at 3:44 PM, totaling nearly five hours of parking.
  
  We understand that you parked your vehicle, left, and returned for multiple appointments throughout the day. Given this explanation,we have decided to cancel the notice that was issued. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We value your patronage and hope to provide you with a better experience in the future.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation for parking at the garage ********************************************************** B.C. It was from Sun Sept 15th until Sun Sept 22nd. The charge was $178.16 which was paid with my credit card. The company was Indigo. When I arrived at the garage it was closed. Sign said only open Monday to Friday. After contacting Indigo they told me I needed the receipt for the other garage where I parked. Why? They refused me entry and I was in a bind. Lucky I didnt miss the cruise altogether. I parked somewhere else and had to pay $273. They wont return my money. This should be an illegal transaction but it seems they do it and get away with it. Why is this allowed.

  Business Response

  Date: 04/10/2024

  Dear Mr. ********************* you for your patience as we address your complaint regarding the refund for your Cruise Ship Parking payment made for Lot 044 at *********************
  
  After reviewing your case and the phone conversation with our agent on September 24th, we understand that you encountered a closed gate upon your arrival on Sunday. As discussed during your call, we will need the other parking receipt to reverse your payment. We want to clarify that the parkade you booked is closed on weekends and does not accommodate parking for guests departing on cruise ships due to the restricted gate hours. Now, I am kindly requesting that you provide us with the receipt for the parking payment made at the alternate parkade. Once we receive that receipt, we will be able to assist you further.
  
  Your cooperation in this matter is greatly appreciated, and we want to assure you that we are committed to resolving it as quickly as possible.
  
  I appreciate your understanding.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 22354348
  
  I am rejecting this response because:I have no way of collecting a receipt from the other parking garage. I live halfway across the country and there is no way of contacting them by phone. They also take reservations online and I suppose I wouldnt know if they would honour a reservation until I arrived there.
  Having a receipt from the other garage has absolutely no bearing on whether I should get a refund back or not.  I paid for parking and was refused when I got there.  My money should be refunded.  I could have parked at a garage or I could have gone back home after not being able to find a place to park. What would the difference make to the parking garage?  They are just trying to get out of issuing the refund.  I should add that I am prepared to go to the media or pursue any other means to get my refund as I have indications that this is being done to unsuspecting customers on a regular basis.  Really, how hard is it to refund money for a service that was not provided?
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/10/2024

  Dear *****,
  
  We regret to inform you that, following our standard procedure, we cannot proceed with your refund request without referencing your parking payment elsewhere.
  
  As previously mentioned, the parking lot where you paid for parking does not accommodate guests departing on cruise ships due to restricted gate-hours. We have designated parking locations for cruise ship passengers,such as Lot 034 (Canada Place), which is noted on our website (****************************************************************************************).Your choice of Lot 044, located at ***************, is approximately 3.5 km from the Cruise Ship Port of Vancouver. We understand that you could not park your vehicle at the time of your arrival because the gate was down. Still, we are providing instructions by asking you for the other parking receipt so we can assist you with this request. 
  
  To assist us in processing your refund, please provide the payment transaction details from your bank for the other parking company if you are not able to send us your parking receipt. This includes the transaction date, the parking company, and the amount paid. Once we receive this information, we can move forward with your request.
  
  Without the receipt or payment information, we will not be able to accommodate further requests and will consider this response as our final decision. Please understand that we need this information to assist you with your refund request. Thank you for your cooperation.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22354348
  
  I am rejecting this response because: It was Easy Park ****************************************** Vancouver.  The cost from my credit card was $273 paid on Sept 22nd, 2024
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 23/10/2024

  Dear *****,
  
  I hope this message finds you well.
  
  I wanted to inform you that your refund has been completely processed as of October 21. The total amount of $178.16 should now be reflected in your bank account on the same credit card used for your reservation (#********).
  
  Thank you for providing the receipt when we requested it;your cooperation is greatly appreciated.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:24/09/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was required to surrender my parkade access card on June 28th. The parking lease states that a 1 month calendar notice is required for cancellation (which means end of July). However, I was not able to access the service for July, as I was required to surrender the keycard when I was laid-off from my job.I requested a new parkade access card from Indigo, however Indigo refused on the grounds that it was only available to current employees working in the building. This condition is not stated in the parking lease, nor did I agree to these terms.I filed a credit card chargeback on the $156.24 charged for July on these grounds. Indigo was given the opportunity for arbitration and subsequently lost the chargeback dispute.Indigo is now trying to use ******* Adjustments collections company to collect this debt.I ask Indigo to stop all collection attempts on the $156.24 as it failed to deliver upon the agreed upon service in the parking lease.

  Business Response

  Date: 04/10/2024

  Dear Mr. ***************** you for your patience as we address your complaint regarding the charge dispute for your monthly parking account for July. We appreciate the opportunity to clarify the situation.
  
  We received your termination letter on June 14, 2024, and we have confirmed that the cancellation date of your account is effective July 31st,2024 upon the calendar month notice. While we understand the difficulties you faced during your layoff, the terms and conditions agreed upon at the time of sign-up require adherence to the payment obligations associated with your parking account at ******************
  
  The payment for July was initially processed but was later reversed following a chargeback notice from the bank. As a result, the invoice was marked as outstanding. On July 19, we reached out to you to settle this payment and provided a second accounts receivable letter, notifying you that any unpaid balances would be forwarded to collections. Unfortunately, we did not receive any response from you until September 17.
  
  Please note that the parking lot where you signed up for monthly parking is designated exclusively for tenants of the building.Therefore, it is imperative to adhere to the terms and conditions you agreed to at sign-up.
  
  We strive to maintain consistency in applying our rules and guidelines for all customers, and as such, the cancellation date remains valid.
  
  We hope this clarifies your complaint.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 22321889
  
  I am rejecting this response because:
  

  There is no mention on the lease that states the parking is for current employees only. All it says is that the access card will be issued by the building manager. The language "one calendar month notice" can be reasonably understood that you will continue to provide up to the last month.
  

  
  Sincerely,
  
  *****

• Initial Complaint

  Date:16/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking online, I entered my info for my parking reservation. When I entered the leaving time of 10:30PM, it reverted to 1PM of the same day which would be before I needed to leave. For this reason, I booked my parking to end at 12AM the next day. When I clicked the rate level there were two options, one that said $20 and the other was a $120 7 day pass. I clicked the $20 one. Nowhere did it indicate that was $20 PER DAY. Even when I clicked to see my total when checking it out only said $20. Now, after purchasing it, it shows $60 and my credit card says $60 too.

  Business Response

  Date: 18/09/2024

  Dear Reuben,
  
  Thank you for reaching out regarding the billing discrepancy through the Better Business Bureau. Your complaint has been assigned to our Vancouver Branch, which oversees matters within Vancouver, Vancouver Island, and the BC Interior.
  
  We appreciate your proactive approach in bringing this issue to our attention. To assist you further, could you please provide the transaction number associated with your payment? This information will enable us to investigate the situation more effectively.
  
  We look forward to your response and are committed to resolving this matter promptly.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  Melody ESPIRITU
  Guest Services Manager
  – – – – – – – 
  610 – 1100 Melville Street
  Vancouver BC, V6E 4A6
  Tel: +1 (604) 669-7275
  https://indigoneo.ca/
  
  
  

  Customer Answer

  Date: 24/09/2024

   
  Complaint: 22286199
  
  I am rejecting this response because:

  You asked for more info: my transaction number is 12504802

  
  Sincerely,
  
  Reuben Polansky-shapiro

  Business Response

  Date: 09/10/2024

  Dear Reuben,
  
  Thank you for your recent communication regarding your complaint.
  
  Please note that this complaint has been assigned to our Vancouver Branch. Our oversight is limited to matters within Vancouver, Vancouver Island, and the BC Interior. We have reviewed the reference number #12504802 you provided; however, we are unable to locate it in our records. If your complaint pertains to a branch outside of these areas, we kindly ask that you reach out to the appropriate branch directly for assistance.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Melody ESPIRITU
  Guest Services Manager
  – – – – – – – 
  610 – 1100 Melville Street
  Vancouver BC, V6E 4A6
  Tel: +1 (604) 669-7275
  https://indigoneo.ca/
  
  
  

• Initial Complaint

  Date:27/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got parking notice DD543392 on a vehicle that I am in possession of at the time. I had paid at the machine and the machine did not give me a ticket so I do not know 100% if i had typed in the correct license plate since the display is hard to read at times of the day at this location. I tried calling to show I had proof of payment on my credit card but the office was closed by the time I had gotten off work.

  Customer Answer

  Date: 27/08/2024

  Providing my full name

  Customer Answer

  Date: 28/08/2024

  ******* ********* is my full name

  Business Response

  Date: 16/09/2024

  Dear *******,
  
  Thank you for your complaint submitted to the Better Business Bureau concerning parking notice DD543392,issued for Lot 155 at ********************** on August 26th, 2024. We appreciate the opportunity to address your concerns.
  
  Following a thorough review and detailed investigation, we have noted a discrepancy between the payment information you provided and our records. You indicated that the payment was made at the machine; however, the receipt you attached reflects a payment made via the app. Our internal system does not show a transaction for $14.49 on August 26th, 2024, using the credit card details provided (first 4 digits:4789, last 4 digits: 3607), from either the machine or the app.
  
  As such, the parking notice remains valid and will continue to be outstanding in our system due to the non-payment of parking.
  
  Please be aware that your vehicle has previously received several courtesies related to incorrect license plate payments. Unfortunately, we are unable to provide additional courtesies for validly issued notices, including the one in question.
  
  If you believe the payment was made as stated, please provide a screenshot of your bank statement showing the relevant parking transaction. Upon receipt of this documentation, we will review the dispute further.
  
  If we do not receive the requested evidence, our position on this matter will be considered final.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************